AI in telecoms networks: The state of play in 2026

AI in telecoms networks: The state of play in 2026

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In the run-up to FutureNet World London, we conducted a survey with telcos, vendors and analysts to assess the degree of adoption of AI in telcos’ operations and the impact of these capabilities in terms of cost savings and new service launch and revenue. Here we share the results.

Description

Format: PDF file
Pages: 20
Author: Amy Cameron
Publication date: April 2026

Introduction

This survey was conducted by STL Partners for FutureNet World in the run up to its flagship event in London on 21-22 May 2026, which brings together more than 1,200 senior executives across the industry.

The purpose of the survey was to understand the state of adoption of AI across the telecoms industry, both in terms of penetration within telco processes as well as financial impact on operations and AI-enabled new services.

It builds on two previous annual surveys conducted for FutureNet World by Connective Insight. In this document we share results and key insights from the survey.

Operations is delivering the biggest ROI for telcos

  • 22% of respondents cited cost savings of >10% in operations.
  • 20% of respondents cited cost savings >10% in customer experience.
  • At the surface level, this suggests that AI adoption in operations delivers much stronger ROI for telcos. However, measuring the financial impact of AI in CX/BSS is notoriously difficult, and often materialises as improved customer retention rather that lower absolute costs. It is therefore possible that the ROI in CX/BSS is also under-represented in this sample.
  • Critically, most do not know the cost impact of AI in any domain with 25% to 30% responding ‘I don’t know’ in each domain.
  • This could indicate that ROI measurement frameworks are not yet mature across the sector. This poses a risk to long-term investment in AI.

AI penetration vs impact on cost reduction in telcos

Technologies and industry terms referenced include: AI adoption, AI cost savings, AI governance, AI in telecom networks, AI in telecom operations, AI in telecoms, AI maturity, AI revenue, AI-enabled services, BSS AI, Customer experience AI, FutureNet World, Network AI, network automation, Telco AI, Telco automation